Metrics and KPIs

March 29th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

From the ITIL Community Forum Q: What are KPIs, statistical metrics and metrics in general for you? Do you distinguish them? A: I think that the difference between Metric and KPI is pretty much a matter of semantics and you can define them however you want. Having said that, when I taught the Practitioner courses, …
Read more

From the ITIL Community Forum Q: Which ITIL process handles server Reboots? A: Server reboots should be handled through the Change Management process. When the RFC has had approval from the business, then the outage time is considered a Maintenance Window. Outages that occur during Maintenance Windows are not considered Incidents and do not count …
Read more

From the ITIL Community Forum Q: Example:  User calls for a password reset (which is successfully performed by the help desk) and then proceeds to ask questions which requires help from level two support.Should the help desk create: 1)  one ticket – mention the password reset in the body of the ticket – and assign …
Read more

From the ITIL Community Forum Q: I presently I manage a service delivery department my responsibilities are break fix response, and call management of recent times the industry is demanding service desk deliverables at present the the call center/help desk does the following. Call Logging incident management SLA management They do not provide first-line support …
Read more

Annual Process Training

March 29th, 2014 | Posted by Don Boylan in ITIL - (0 Comments)

From the ITIL Community Forum Q: I’m curious if anyone has ever tried to put solid data against the cost benefits of training on your process versus not training?  I work for a multi-regional global organization and there are 2 very different opinions on this topic.  For myself, I feel that if we expect our …
Read more

From the ITIL Community Forum Q: I’m having some issues wrapping my brain around this particular scenario, given the information I found in the ITIL V3 definitions.Known Error: A Problem that has a documented Root Cause and a Workaround.Workaround: Reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is …
Read more

Creating OLAs

March 29th, 2014 | Posted by Don Boylan in Service Level Management - (0 Comments)

From the ITIL Community Forum Q: Has anyone had experience of developing OLAs recently?With multiple IT support groups does there need to be an agreement between each group therefore requiring multiple OLA documents. e.g. Agreement 1 – Apps Support & service desk Agreement 2 – Tech support & service desk Agreement 3 – Tech support …
Read more